Account needs closing
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Account needs closing
12-08-2018 2:23 PM
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Hi, sorry about this;
I rang up yesterday asking for my telephone/fibre account to be closed today.
It is currently still active - Do you know when I can expect my fibre/telephone to be closed?
(I am moving out of my current house today, with new owners moving in tomorrow.
I didn't want to be paying for their calls while they wait for the account to be closed)
Many thanks.
Re: Account needs closing
12-08-2018 2:39 PM
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Moderator's note:
Thread moved from Fibre Broadband to My Account/Billing.
Forum Moderator and Customer
Courage is resistance to fear, mastery of fear, not absence of fear - Mark Twain
He who feared he would not succeed sat still
Re: Account needs closing
12-08-2018 3:11 PM
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Hi,
Support tell me they wont cancel my line until the date of the next DD?
When I rang yesterday I was told there would be no problem closing today.
I'm very confused - I understand needing a final DD payment
But why refuse to cancel my line before then?
Why no option to pay earlier?
Why are two completely different pieces of info being provided?
Am I missing something obvious here?
Many thanks.
Re: Account needs closing
12-08-2018 4:13 PM
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Hi,
I'm very sorry about this - However, I've not recieved any further reponse either from the guys here or from support.
I'm not quite sure what support means when they write;
'once dd is clear please close account
no fees to pay'
I've asked for clarification, but so far no response.
My next direct debit payment is due on 04/09/2018 - Which seems like a long time to wait?
Since from midnight tonight the house and telephone line this account is registered to will no longer be legally mine.
The only course I can think to do a this point is;
1. Take a copy of the phone bill from midnight tonight.
2. Cancel my current direct debit with yourselves.
3. On request I will pay the money I owe until midnight 12/08/2018.
4. But I will refuse to pay for any phone calls made from 13/08/2018 onward.
I realise this may seem a little reactionary - I don't mean it that way, I just don't know what else to do.
But without any communication from yourselves, I'm not sure what your position is or how we can resolve it.
Many thanks.
Re: Account needs closing
13-08-2018 8:00 AM - edited 13-08-2018 8:02 AM
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I understand the concern, however you've posted 3 times within a couple of hours on a Sunday afternoon. Unfortunately the support team can't always respond that quickly, particularly at weekends.
My next direct debit payment is due on 04/09/2018 - Which seems like a long time to wait?
We're not waiting for your next direct debit, it's the one that's currently processing, this takes 7-10 days to clear and at that point your account will be closed.
3. On request I will pay the money I owe until midnight 12/08/2018.
4. But I will refuse to pay for any phone calls made from 13/08/2018 onward.
Any call charges within the 14 day cancellation period will be applicable and if that's the case we'll let you know.
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